Countifs formula with specific text that includes parenthesizes problem

I am using a formula like this in multiple cells and it appears to be working correctly for every other reference except in this case. I am not sure if it is because the cells I am referencing includes parenthesizes in the text.

=COUNTIFS('Cases Completed'!K:K,[@[Case Type]],'Cases Completed'!J:J,$Q$20)+COUNTIFS('Cases Completed'!K:K,[@[Case Type]],'Cases Completed'!J:J,$Q$21)

Q20 = FD – Failed to reject/eject (Cash in Check Acceptor)
Q21 = FD – FD/PF – Failed to reject/eject (Check Failed Business Rule)

Is it because of the ( ) that my result is coming back 0 even though I do have valid data that meets these criteria? Any advice of how I can accomplish this?

Parenthesis will not make a difference. They are seen as nothing but text.

It's difficult to give you a working formula when all that we have is a non-working formula.

Consider uploading a small representative sample of your data along with the desired result (which you can enter manually) based on that sample data.

To upload an Excel workbook, follow these steps:
1) Click on "Go Advanced"
2) Click on "Manage Attachments"
3) Click on "Choose File"
4) Choose your file and click on "Open"
5) Click on "Upload"
6) Click on "Close this window"